Placing customer satisfaction first: HAPPEE Services’ goal

At HAPPEE Services, customer satisfaction is a priority: it’s a promise we keep every day.

In fact, in 2023, 95% of our customers were satisfied! We are proud to share the impressive results of our commitment to our customers and our continual drive to improve.

Key figures

By 2023, we had already achieved remarkable levels of customer satisfaction. With 95% of our customers saying they were satisfied with our services and would recommend us, we have consolidated our position as a specialist in our field. But what’s even more remarkable is that 78% of our customers claimed to be highly satisfied, giving their experience with HAPPEE Services a score of 9 or 10.

What is NPS and how does it work?

NPS stands for Net Promoter Score. This is an indicator used in customer marketing to identify and analyse the level of satisfaction among consumers of a product and/or customers of a brand.

The principle is simple: we ask customers a question via our Qualitest surveys: “Would you recommend our company to your friends and family? They then give us a score ranging from 0 (There’s no way I’d recommend this company) to 10 (Of course I’d recommend it!).

This question sorts customers into three categories:

• Detractors (from 0 to 6)
• Neutrals (from seven to eight)
• Promoters (from 9 to 10)

In 2023, thanks to a large number of promoters and very few detractors, we achieved an NPS of 59.2.

Customer feedback: the driving force behind continuous improvement

At HAPPEE Services, feedback from our customers is what drives our continuous improvement process. Through more than 100 satisfaction surveys, we have gathered valuable data that has enabled us to understand our customers’ needs and expectations. Since 2016, we have been committed to putting our customers first. Our aim is clear: to offer top-quality services and an exceptional customer experience, which forms the foundation of our ISO 9001 and 14001 certification.

The surveys conducted include both closed and open-ended questions:

• How can we improve our services?
• In this market, how do you rate our company in relation to the competition?
• Have you received the right advice on equipment and associated services?

In the first quarter of 2024, our efforts paid off with a sharp rise in our Net Promoter Score (NPS) to 69.6. This bears witness to the confidence our customers have in HAPPEE Services.